OGC FM Framework KPI Matrix by 43ZdcL50

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									Buying Solutions Facilities Management Services Framework Agreement                                                                                                                                                                    KPI Matrix - Introduction




                                                                                                                     KPI Matrix

                                      Introduction

         The management of the Contract is supported by Key Performance Indicators. Performance failure against the KPI's may result in payment deduction.
         The maximum deduction equates to the percentage of contract value that is put at risk. Deductions for individual KPI failures are set by allocating relative weightings to services and KPI's.

         This KPI Matrix has a number of functions:
         - To identify the KPI's set by the Customer
         - To enable the Customer to allocate weightings to each KPI to reflect their relative importance
         - To demonstrate to the Customer and Contractor the cost implications of KPI failure
         - To allow the Customer and Contractor to scenario test possible failure situations
         - To enable the Contractor to build an appropriate Payment Mechanism into the helpdesk / CAFM system
         - To enable the Customer to sense-check help-desk reports

         Cells that require Customer input are shaded in light yellow.



                      Using the Key Performance Indicators

         Customer Settings:

              Worksheet                  Setting                                                                                     Data to be Entered


                                 Percentage of the
                                                       Customers must enter the percentage of the total Contract value to be put at risk.
                                Contract value at risk

                                  Annual Contract
                                                          Customers must enter the Annual Value of the Contract.
                                      value

           Set Performance                                Customers must enter a percentage against each service section they wish to include. If a section is not to be included, set the percentage at 0%.
                Levels           Section weighting        The total percentage must equal 100%. This is to allow the relative weighting of service sections in the KPI calculations.


                                      KPI weighting       Customers must set the section service levels. This is to allow a detailed weighting of the individual parts of the service.



                                  Failure Threshold       Customers can set the number of failures they would allow each month. This figure is used to adjust the minimum target score on each service.


                                Number of Failures in For scenario testing and sensitivity analysis please enter the total number of failures per month against each KPI on each service tab; the resulting deductions will
            Service sections
                                     Month            be automatically calculated and displayed.



         Explanation of the column headings in the tab entitled 'Summary of Performance':

                            Section                                                Services                                                Pass / Fail                                            Value of Failure


                Main service section headings                Services required under the main service heading                Pass or Fail of any KPI for this service            Total value of all KPI failures for this service



         Explanation of column headings in the various Service Section tabs:

                                                                                                                       Number of Failures in      Acceptable Failures per
                Service                     Performance measures                  Measured by         Calculation                                                                        Pass / Fail                 Deduction
                                                                                                                             Month                       Month

                                                                                                                                                                                                              How much the failures
           Services required                                                      How the KPI          How KPI                                    The number of failures       Pass or Fail by comparing
                                   Any further sub                                                                     Number of KPI failures                                                                  over the acceptable
            under the main                                      The KPI             will be         performance is                                that the customer will      the number of failures to the
                                division of the service                                                                   in the month                                                                         level will reduce the
            service heading                                                        measured           calculated                                   accept each month         exceptable number of failures
                                                                                                                                                                                                               monthly payment by




                                                                                                                                                           Page 1 of 13
Buying Solutions Facilities Management Services Framework Agreement                                                          KPI Matrix - Set Performance Levels




                                                              SET PERFORMANCE LEVELS
       Percentage of the Contract value at risk                                                                       0%


       Annual Contract value                                                                                          £0


       Contract value at risk (monthly)                                                                               £0


                                                  Section                                                        Weighting


       Management                                                                                                 21.00%

       Maintenance                                                                                                12.00%

       Cleaning and Waste Management                                                                              12.00%

       Security                                                                                                   10.00%

       Reception                                                                                                     9.00%

       Post                                                                                                       10.00%

       Reprographic                                                                                                  6.00%

       Catering                                                                                                   20.00%

                                                                                                                                                        <<ERR
       Check                                                                                                     100.00%
                                                                                                                                                        OR
                                                                                                                                                        CHEC


                                                                                                            Acceptable
               Section                       Service                        KPI                 Weighting   Failures per        Penalty per Failure
                                                                                                               Month
                                  Staff                       Staff lists                         1.00%          0                       £0.00
                                  Records                     Updating record documentation       1.00%          0                       £0.00
                                  External Certification or
                                                              Compliance                          1.00%          0                       £0.00
                                  Accreditation
                                                              Statutory maintenance and
                                                                                                  2.00%          0                       £0.00
                                  Health and Safety           inspections
                                                              Regulations                         2.00%          0                       £0.00
                                  Service Improvement         Repeat failures                     1.00%          0                       £0.00
                                                              Provision of complete and
                                  Monthly Report                                                  1.00%          0                       £0.00
                                                              accurate report
                                                              Meet all Category A requests
                                                                                                  4.00%          0                       £0.00
                                                              within response time
                                                              Meet all Category B-E requests
                                                                                                  2.00%          0                       £0.00
                                                              within response time.
              Management                                      Meet all Category G requests
                                                                                                  1.00%          0                       £0.00
                                                              within response time.
                                                              Meet all Category F requests
                                                                                                  1.00%          0                       £0.00
                                                              within response time.
                                                              Meet all Category H requests
                                                                                                  1.00%          0                       £0.00
                                  Helpdesk                    within response time.

                                                              No instances of repeat requests
                                                              as a result of incomplete or        1.00%          0                       £0.00
                                                              ineffective response

                                                              All telephone calls to the
                                                              helpdesk be answered within 30      1.00%          0                       £0.00
                                                              seconds
                                                              All helpdesk calls logged onto
                                                              the system correctly and            1.00%          0                       £0.00
                                                              accurately
                                  Check                       21.00%                             21.00%




                                                                              Page 2 of 13
Buying Solutions Facilities Management Services Framework Agreement                                                   KPI Matrix - Set Performance Levels




                                                                                                       Acceptable
              Section                    Service                      KPI                  Weighting   Failures per      Penalty per Failure
                                                                                                          Month
                                                        Planned Preventative
                                                                                             3.00%          0                     £0.00
                              Planned Preventative      Maintenance
                              Maintenance               Planned Preventative
                                                                                             3.00%          0                     £0.00
            Maintenance                                 Maintenance
                                                        Reactive maintenance                 3.00%          0                     £0.00
                              Reactive maintenance
                                                        Reactive maintenance                 3.00%          0                     £0.00
                              Check                     12.00%                              12.00%
                                                        General cleaning                     2.00%          0                     £0.00
                                                        All Periodic cleaning
                                                        activities to be agreed with
                                                        the Customer and confirmed           2.00%          0                     £0.00
                                                        in writing one month in
                                                        advance of undertaking
                              Cleaning                  All periodic cleaning activities
                                                        shall be undertaken to the
                                                        defined standards at the
                                                                                             2.00%          0                     £0.00
         Cleaning and Waste                             times indicated within the
            Management                                  schedule, unless otherwise
                                                        instructed by the Customer
                                                        Toilets and washrooms                2.00%          0                     £0.00
                                                        Waste to be collected and
                                                        removed from site before the         2.00%          0                     £0.00
                                                        start every working day
                              Waste Management
                                                        Waste is to be collected an
                                                        disposed of as per the               2.00%          0                     £0.00
                                                        method statement
                              Check                     12.00%                              12.00%
                                                        All patrols to be carried out at
                                                        the required times. All
                              Patrol                                                         3.00%          0                     £0.00
                                                        agreed checks to be
                                                        undertaken
                                                        All daily checks of records of
                                                        visitor passes issued to be
                                                        deemed to be fully
                              Passes                                                         3.00%          0                     £0.00
                                                        satisfactory. This means the
              Security                                  complete reconciliation of all
                                                        passes.
                                                        No unauthorised person to
                                                                                             2.00%          0                     £0.00
                                                        be admitted on the premises.
                              Access
                                                        No failure to lock down
                                                        building/s at the end of the         2.00%          0                     £0.00
                                                        business day
                              Check                     10.00%                              10.00%
                                                        No failure to manage ingress
                              Reception                 and egress in line with              3.00%          0                     £0.00
                                                        specified procedures
                                                        All telephone calls to the
             Reception        Switchboard               switchboard to be answered           3.00%          0                     £0.00
                                                        in person within 30 seconds
                                                        No Failure to staff reception
                              Staff                                                          3.00%          0                     £0.00
                                                        desk during required hours
                              Check                     9.00%                                9.00%
                                                        All outgoing mail to be
                                                        dispatched on day of receipt         1.00%          0                     £0.00
                                                        by Post Room
                                                        All incoming mail to be
                                                        delivered to recipients within       1.00%          0                     £0.00
                              Post                      specification time
                                                        All Special Delivery &
                                                        Recorded Delivery items to
                                                        be passed to recipient within        1.00%          0                     £0.00
                                                        30 minutes of receipt in Post
                                                        room
                                                        All internal items (within the
                Post                                    same building) to be
                              Messengers                collected and delivered on           1.00%          0                     £0.00
                                                        the same day within normal
                                                        opening hours.
                                                        All items sent by Courier
                              Couriers                  arrive by the requested date         3.00%          0                     £0.00
                                                        and time




                                                                        Page 3 of 13
Buying Solutions Facilities Management Services Framework Agreement                                                  KPI Matrix - Set Performance Levels
                Post




                                                                                                      Acceptable
              Section                  Service                        KPI                 Weighting   Failures per       Penalty per Failure
                                                                                                         Month
                                                        All pre-booked requests for
                                                        service to be delivered within
                             Porters                                                        3.00%          0                     £0.00
                                                        15 minutes of the booked
                                                        time
                             Check                      10.00%                             10.00%
                                                        All requests for service to be
                             Reprographics              completed within the                6.00%          0                     £0.00
            Reprographic
                                                        timescale agreed
                             Check                      6.00%                               6.00%
                                                        Choice of meals is to be as
                                                        per the Customer
                             Meal Choice                Specification for at least the      5.00%          0                     £0.00
                                                        first 30 minutes of each meal
                                                        time.
                                                        Deliver all pre-booked
                                                        requests for hospitality within
                                                                                            5.00%          0                     £0.00
                                                        5 minutes prior to scheduled
                                                        times
              Catering                                  Clearance and cleaning of
                             Hospitality
                                                        rooms in receipt of hospitality
                                                        within 30 minutes of
                                                                                            5.00%          0                     £2.00
                                                        conclusion of the function or
                                                        before commencement of
                                                        next booking
                                                        NO failure to comply with
                             Sustainable Food           DEFRA guidelines for                5.00%          0                     £0.00
                                                        sustainable food
                             Check                      20.00%                             20.00%
                                                                                                       Total Deduction




                                                                        Page 4 of 13
Buying Solutions Facilities Management Services                   KPI Matrix - Summary of Performance
Framework Agreement




                                          SUMMARY OF PERFORMANCE

               Section                            Services             Pass / Fail   Value of Failure

                               Staff                                     PASS             £0.00
                               Records                                   PASS             £0.00
                               External Certification                    PASS             £0.00
        Management             Health and Safety                         PASS             £0.00
                               Service Improvement                       PASS             £0.00
                               Monthly Report                            PASS             £0.00
                               Help Desk                                 PASS             £0.00

                               Planned Preventative Maintenance          PASS             £0.00
        Maintenance
                               Reactive Maintenance                      PASS             £0.00

        Cleaning and Waste Cleaning                                      PASS             £0.00
        Management         Waste Management                              PASS             £0.00

        Security               Security                                  PASS             £0.00

        Reception              Reception                                 PASS             £0.00

                               Post                                      PASS             £0.00
                               Messengers                                PASS             £0.00
        Post
                               Couriers                                  PASS             £0.00
                               Porters                                   PASS             £0.00

        Reprographics          Reprographic                              PASS             £0.00

                               Core Catering                             PASS             £0.00
        Catering               Hospitality                               PASS             £0.00
                               Sustainable Food                          PASS             £0.00

        Total Deduction due to Performance Failure:                                      £0.00




                                                  Page 5 of 13
Buying Solutions Facilities Management Services Framework Agreement                                                                                                                                                                                                                               KPI Matrix - Management




                                                                                                                                    MANAGEMENT PERFORMANCE MEASURES
                                                                                                                                                                                                                                               Number of Failures in     Acceptable
                   Service                                   Performance Measures                                                        Measured by                                                    Calculation                                                                       Pass / Fail      Deduction
                                                                                                                                                                                                                                                     Month           Failures per Month


                                                     Monthly report to include a full list of Contractor staff on site
        Staff                      Staff lists       staff showing Name, Job Descriptions, Work location, CRB Inaccuracies in staffing list                                   one failure deduction for each inaccuracy                                  0                   0              PASS             £0.00
                                                     status, and SIA licence details as required.

                                   Updating record   All records to be updated within five working days of any                                                                One failure deduction per individual document per day late.
        Records                                                                                                    Customer Complaint / Audit                                                                                                            0                   0              PASS             £0.00
                                   documentation     change being carried out.                                                                                                Start date is date of work plus 5 working days.
                                                                                                                  When Internal (Customer) or External (awarding body)
                                                                                                                  auditor reports on the compliance with requirements there
        External Certification or                    No failure by the Contractor to comply with the requirements                                                            One failure deduction per failure, loss of accrediation =20
                                  Compliance                                                                      is to be no failure of the requirements due to the                                                                                     0                   0              PASS             £0.00
        Accreditation                                of external certifications or accreditations.                                                                           Failures
                                                                                                                  Contractor. % reduction for each minor failure to comply.
                                                                                                                  100% reduction for loss of certification or accreditation.
                                   Statutory         No failure to identify and carry out all relevant statutory
                                                                                                                   Customer Health and Safety Reports, PPM timetable,         One failure deduction per failure. Failure leading to external
                                   maintenance and   inspections and maintenance including Public Health,                                                                                                                                                0                   0              PASS             £0.00
                                                                                                                   Audit                                                      warning or enforcement =20 failures
                                   inspections       Hygiene, Fire Inspections
        Health and Safety                                                                                         RIDDOR, Health and Safety Reports, Customer
                                                                                                                  Complaints, Failure to prepare a safe method of work        One Failure deduction for each beach of Health and Safety
                                   Regulations       No instances of contravention of health & safety regulations                                                                                                                                        0                   0              PASS             £0.00
                                                                                                                  statement, Contractors staff not correctly following the    Regulations
                                                                                                                  safe method of work, Audit
                                                     No occurrence of a failing KPI appearing in the following
        Service Improvement        Repeat failures                                                                Customer can compare current report and last report         One Failure deduction for each KPI repeat failure                          0                   0              PASS             £0.00
                                                     months KPI report
                                                                                                                                                                              Report to be provided 3 working days before monthly meeting.
                                                                                                                                                                              Report 3 days before = 0 failure deduction
                                                     No failure by the Contractor to provide an accurate monthly
                                   Provision of                                                                                                                               Report 2 days before = 1 Failure deduction
                                                     report to the customer. Report is not to miss any           Monthly report is to contain the information required in the
        Monthly Report             complete and                                                                                                                               Report 1 day before = 2 failures deduction                                 0                   0              PASS             £0.00
                                                     information that would lead to an incorrect reporting of    specification
                                   accurate report                                                                                                                            Report on meeting day = 3 failure deduction
                                                     performance.
                                                                                                                                                                              Failure to provide any report = 4 failure deduction
                                                                                                                                                                              Each error in the report = 1failure deduction
                                                   Meet all Category A requests within response time               Monthly report                                             One Failure deduction per failure                                          0                   0              PASS             £0.00
                                                   Meet all Category B-E requests within response time.            Monthly report                                             One Failure deduction per failure                                          0                   0              PASS             £0.00
                                   Response times  Meet all Category G requests within response time.              Monthly report                                             One Failure deduction per failure                                          0                   0              PASS             £0.00
                                                   Meet all Category F requests within response time.              Monthly report                                             One Failure deduction per failure                                          0                   0              PASS             £0.00
                                                   Meet all Category H requests within response time.              Monthly report                                             One Failure deduction per failure                                          0                   0              PASS             £0.00
        Helpdesk                                   No instances of repeat requests as a result of incomplete or
                                   Repeat requests                                                                 Monthly report, Customer complaints                        One Failure deduction per failure                                          0                   0              PASS             £0.00
                                                   ineffective response
                                   Telephone       All telephone calls to the helpdesk be answered within 30
                                                                                                                   Included in Monthly report                                 One Failure deduction per failure                                          0                   0              PASS             £0.00
                                   response        seconds
                                   Accurate          All helpdesk calls logged onto the system correctly and
                                                                                                                   Customer Complaint / Audit                                 One Failure deduction per failure                                          0                   0              PASS             £0.00
                                   recording         accurately




                                                                                                                                                          Page 6 of 13
Buying Solutions Facilities Management Services Framework Agreement                                                                                                                                                                       KPI Matrix - Maintenance




                                                                                                                  MAINTENANCE PERFORMANCE MEASURES
                                                                                                                                                                                           Number of
                                                                                                                                                                                                         Acceptable Failures per
                Service                                 Performance Measures                                             Measured by                                         Calculation   Failures in                             Pass / Fail     Deduction
                                                                                                                                                                                                                Month
                                                                                                                                                                                             Month
                               Planned
                                                 All PPM activities to be carried out within 72 hours of
                               Preventative                                                                Monthly report                             One failure deduction per failure        0                   0                 PASS            £0.00
                                                 scheduled date
        Planned Preventative   Maintenance
        Maintenance            Planned           Draft annual PPM schedules agreed with the Customer No failure to confirm date, time and scope
                               Preventative      at the start of the contract year and confirmed in writing of all PPM activities 2 months in advance One failure deduction per failure        0                   0                 PASS            £0.00
                               Maintenance       by contractor two months in advance of their undertaking of undertaking
                               Reactive          Reactive repairs shall fully meet quality standards
                                                                                                                                                      One failure deduction per failure        0                   0                 PASS            £0.00
                               maintenance       required by Service Specification
        Reactive maintenance                     Summary report to follow reactive repair identifying
                               Reactive
                                                 reason for failure, details of repair and any longer term                                            One failure deduction per failure        0                   0                 PASS            £0.00
                               maintenance
                                                 implications




                                                                                                                                         Page 7 of 13
Buying Solutions Facilities Management Services Framework Agreement                                                                                                                                                                     KPI Matrix - Cleaning & Waste Management




                                                                                           CLEANING AND WASTE MANAGEMENT PERFORMANCE MEASURES
                                                                                                                                                                                                     Number of
                                                                                                                                                                                                                   Acceptable Failures per
                  Service                                    Performance Measures                                                 Measured by                               Calculation              Failures in                             Pass / Fail    Deduction
                                                                                                                                                                                                                          Month
                                                                                                                                                                                                       Month
                                                            All areas under contract to meet specified cleaning
                                 General cleaning                                                                    Complaint / performance audit             10% Deduction per failure                 0                   0                 PASS           £0.00
                                                            standards at the start of every business day
                                                                                                                     Failure to agree periodic cleaning
                                                            All Periodic cleaning activities to be agreed with the
                                                                                                                     schedule with Customer. Failure to agree
                                                            Customer and confirmed in writing one month in                                                    One failure deduction per failure          0                   0                 PASS           £0.00
                                                                                                                     schedule 1 month in advance of
                                                            advance of undertaking
                                                                                                                     undertaking
       Cleaning                  Periodic cleaning
                                                            All periodic cleaning activities shall be undertaken to
                                                                                                                    Failure to undertake activities to the
                                                            the defined standards at the times indicated within the                                            One failure deduction per failure         0                   0                 PASS           £0.00
                                                                                                                    defined standards or at the time agreed.
                                                            schedule, unless otherwise instructed by the Customer
                                                                                                                     No instance of washrooms not fully
                                                            Toilets and washrooms to be fully equipped with
                                 Toilets and washrooms                                                               stocked with all required consumables at One failure deduction per failure          0                   0                 PASS           £0.00
                                                            consumables at the start of every business day
                                                                                                                     start of business day
                                                            Waste to be collected and removed from site before the
                                 Waste management                                                                  Complaint / performance audit               One failure deduction per failure         0                   0                 PASS           £0.00
                                                            start every working day
                                                                                                                                                               One failure deduction per per Kg on
       Waste Management
                                                            Waste is to be collected an disposed of as per the                                                 the incorrect waste stream, or one
                                 Correct waste stream                                                                Audit                                                                               0                   0                 PASS           £0.00
                                                            method statement                                                                                   instance of method statement non-
                                                                                                                                                               compliance




                                                                                                                                       Page 8 of 13
Buying Solutions Facilities Management Services Framework Agreement                                                                                                                                                                                                                    KPI Matrix - Security




                                                                                                                                    SECURITY PERFORMANCE MEASURES
                                                                                                                                                                                                                            Number of Failures Acceptable Failures per
                  Service                                    Performance Measures                                                            Measured by                                    Calculation                                                                  Pass / Fail        Deduction
                                                                                                                                                                                                                               in Month               Month

                                                             All patrols to be carried out at the required times. All
                                 Patrol                                                                                 Audit.                                         One Failurefor each patrol missed.                            0                    0                PASS                £0.00
                                                             agreed checks to be undertaken
                                                             All daily checks of records of visitor passes issued to
                                 Passes                      be deemed to be fully satisfactory. This means the         Audit / unauthorised use of a card.            One failure deduction for each failure                        0                    0                PASS                £0.00
       Security                                              complete reconciliation of all passes.
                                                             No unauthorised person to be admitted on the                                                              One Failure or each unauthorised person found on
                                                                                                                        Evidence of unauthorised person on site                                                                      0                    0                PASS                £0.00
                                                             premises.                                                                                                 site
                                 Access
                                                             No failure to lock down building/s at the end of the                                                      One Failure deduction for each occasion any of the
                                                                                                                        Contractor records / audits / other reports                                                                  0                    0                PASS                £0.00
                                                             business day                                                                                              sites are left insecure




                                                                                                                                                        Page 9 of 13
Buying Solutions Facilities Management Services Framework Agreement                                                                                                                                                                                         KPI Matrix - Reception




                                                                                                                               RECEPTION PERFORMANCE MEASURES
                                                                                                                                                                                                          Number of
                                                                                                                                                                                                                        Acceptable Failures per
                Service                                       Performance Measures                                                         Measured by                                 Calculation        Failures in                             Pass / Fail      Deduction
                                                                                                                                                                                                                               Month
                                                                                                                                                                                                            Month
                                                              No failure to manage ingress and egress in line with
                                 Reception                                                                            Complaint / Audit                          One failure deduction for each failure       0                   0                 PASS              £0.00
                                                              specified procedures
                                                              All telephone calls to the switchboard to be answered
       Reception Services        Switchboard                                                                          Complaint / Audit                          One failure deduction for each failure       0                   0                 PASS              £0.00
                                                              in person within 30 seconds
                                 Staff                        No Failure to staff reception desk during required hours Complaint / Audit                         One failure deduction for each failure       0                   0                 PASS              £0.00




                                                                                                                                                 Page 10 of 13
Buying Solutions Facilities Management Services Framework Agreement                                                                                                                                                                              KPI Matrix - Post




                                                                                                                POST PERFORMANCE MEASURES
                                                                                                                                                                                           Number of     Acceptable Failures per
                  Service                             Performance Measures                                           Measured by                            Calculation                                                            Pass / Fail     Deduction
                                                                                                                                                                                       Failures in Month        Month

                                               All outgoing mail to be dispatched on day of receipt by
                                                                                                          Complaint / Audit                   One failure deduction for each failure           0                    0                PASS             £0.00
                                               Post Room
                                               All incoming mail to be delivered to recipients within
                                                                                                          Complaint / Audit                   One failure deduction for each failure           0                    0                PASS             £0.00
       Post                      Post          specification time
                                               All Special Delivery & Recorded Delivery items to be
                                               passed to recipient within 30 minutes of receipt in Post   Complaint / Audit                   One failure deduction for each failure           0                    0                PASS             £0.00
                                               room
                                               All internal items (within the same building) to be
       Messengers                Messengers    collected and delivered on the same day within normal      Complaint / Audit                   One failure deduction for each failure           0                    0                PASS             £0.00
                                               opening hours.
                                               All items sent by Courier arrive by the requested date
       Couriers                  Couriers                                                                 Complaint / Audit                   One failure deduction for each failure           0                    0                PASS             £0.00
                                               and time
                                               All pre-booked requests for service to be delivered
       Porters                   Porters                                                                  Complaint / Audit                   One failure deduction for each failure           0                    0                PASS             £0.00
                                               within 15 minutes of the booked time




                                                                                                                              Page 11 of 13
Buying Solutions Facilities Management Services Framework Agreement                                                                                                                                             KPI Matrix - Reprographics




                                                                                          REPROGRAPHICS PERFORMANCE MEASURES
                                                                                                                                                                   Number of     Acceptable Failures per
                Service                                Performance Measures                                     Measured by                Calculation                                                     Pass / Fail     Deduction
                                                                                                                                                               Failures in Month        Month

                                                              All requests for service to be completed                             One Failure Deduction for
       Reprographics             Reprographics                                                           Complaint / Audit                                             0                    0                PASS             £0.00
                                                              within the timescale agreed                                          each days delay per job




                                                                                                                   Page 12 of 13
Buying Solutions Facilities Management Services Framework Agreement                                                                                                                                                     KPI Matrix - Catering




                                                                                                  CATERING PERFORMANCE MEASURES
                                                                                                                                                                  Number of
                                                                                                                                                                                Acceptable Failures per
                Service                              Performance Measures                                           Measured by             Calculation           Failures in                             Pass / Fail         Deduction
                                                                                                                                                                                       Month
                                                                                                                                                                    Month
                                                       Choice of meals is to be as per the
                                                                                                                                      One failure deduction for
                                 Meal Choice           Customer Specification for at least the first   Complaint / Audit                                              0                   0                 PASS                £0.00
                                                                                                                                      each failure
                                                       30 minutes of each meal time.
                                                       Deliver all pre-booked requests for
                                                                                                                                      One failure deduction for
                                                       hospitality within 5 minutes prior to           Customer Complaints                                            0                   0                 PASS                £0.00
                                                                                                                                      each failure
                                                       scheduled times
       Catering
                                 Hospitality           Clearance and cleaning of rooms in receipt
                                                       of hospitality within 30 minutes of                                            One failure deduction for
                                                                                                       Complaint / Audit                                              0                   0                 PASS                £0.00
                                                       conclusion of the function or before                                           each failure
                                                       commencement of next booking
                                                       NO failure to comply with DEFRA                                                One failure deduction for
                                 Sustainable Food                                                      Complaint / Audit                                              0                   0                 PASS                £0.00
                                                       guidelines for sustainable food                                                each failure




                                                                                                                      Page 13 of 13

								
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